CallSource Insights

MAY 28, 2019

CallSource, the originator of call tracking, is excited to announce the promotion of Pogo Parr to President of its Automotive Division. Pogo has been a staple in Automotive for many years and has recently served as CallSource’s Senior Vice President of Automotive.

Automotive 40

Automotive Benchmark Analytics Coaching 40

NobelBiz

MARCH 19, 2024

Call center dashboards provide the kinds of insights and metrics that contribute to having improved agent performance and more successful campaigns. Let’s delve deeper and explore the dashboard functionalities, key metrics, best practices, and their pivotal role in enhancing customer satisfaction.

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59

NobelBiz

DECEMBER 19, 2023

According to Forbes, call center metrics are the data harvested from all the solutions used to operate a call center, such as call center management (CCM) and customer relationship management (CRM) platforms. Metrics and KPIs in a call center can range from tracking the time agents spend on a task to the number of calls they take per hour.

Call Center 106

Call Center Management Wait times Contact Center 106

Joe Rawlinson

MAY 17, 2022

To get the most return out of their pay-per-click (PPC) campaign, businesses should learn which metrics to focus on and exert the most of their efforts. Now, the question is—what are the metrics and figures to benchmark for every industry? CPC is a metric that measures the cost an advertiser pays to the publisher (e.g.,

Benchmark 15

Benchmark Advertising Entertainment Real estate 15

Fonolo

AUGUST 17, 2017

7 – Automotive Customer Experience Association. For those looking to gain targeted industry insight, this customer experience group is specifically designed for automotive professionals. If you’re in the automotive industry and want to learn more about best practices in customer experience, this is the group for you.

Customer Experience 64

Customer Experience Automotive Airlines Best practices 64

Callminer

JULY 23, 2019

Lack of Confidence: Some managers are great at meeting metrics and making schedules. Tools like interaction analytics can help call center managers identify relevant issues and deliver precise, targeted feedback to agents and have a more direct impact on metrics like call handling time. I mean, really listen and act on what they say.

Best practices 140

Best practices Feedback Call Center Coaching 140

AWS Machine Learning

OCTOBER 5, 2022

The decision tree provided the cut-offs for each metric, which we included as rules-based logic in the streaming application. At the end, we found that the LightGBM model worked best with well-calibrated accuracy metrics. To evaluate the performance of the models, we used multiple techniques.

Calibration 91

Calibration Engineering Automotive Analytics 91